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That is superb. What you're really saying is that 80% of your customers no longer feel the need to phone you.

• rahimnathwani 7y ago
  "What you're really saying is that 80% of your customers no longer feel the need to phone you." No, they're saying call volume went down by 80%. We know nothing about how many callers generated the calls before and after. Maybe each and every customer used to call them 5 times per month, and now each customer calls them only once per month. That would be an 80% reduction in calls, but a 0% reduction in # customers who feel the need to call.